Help Desk Technician I - PH-1

Job Description:

Purpose of the Position

The purpose of this position is to provide outstanding customer service as part of the first response technical support team for users of CBE systems. Resolve problems or triages and escalates problems to the appropriate support staff. Install new hardware and maintains existing hardware. Install software and configures per business/user requirements. Assist the Technical Support Operations team in daily production requirements as well as maintain our number one goal of all systems up and running. Escalates issues to Tier 2 and Tier 3 support as required.

Education and Experience Preferences

• Two-year degree (four-year degree preferred) from four-year college or technical school in Computer Science, MIS, or CIS
• One year help desk or related experience and/or training; or equivalent combination of education and experience
• CompTIA A+ Essentials certification

Duties and Responsibilities

• Responsible for interfacing with customers to identify, research, troubleshoot and resolve system related issues, documenting all activity in the problem management database.
• Responsible for providing Tier 1 support.
• Responsible for hardware setup, installation and maintenance including desktop appliances, phones, printers and associated equipment.
• Responsible for ensuring software is provisioned correctly to users.
• Responsible for maintaining accurate desktop hardware and software inventory records.
• Assist with Mobile Device Management, distribution and training of company owned devices.
• Monitors and troubleshoots all aspects of computer systems operations.
• Responsible for developing and maintaining Tech Support SOP’s and documentation for systems and processes in the area of responsibility.
• Implements information security policies and procedures for the organization.
• Provide user support related to accessing network/application accounts by resetting passwords and/or re-activating accounts in applications.
• When required, performs the functions of the Technical Support Operations group Handle quality control checks for file processing.
• On call rotation for weekend support and file processing
• Possess proven technical troubleshooting skills.
• Possess excellent communication and attention to detail skills.
• Ability to write clearly and express technical problems and solutions so that the average end user can understand them while at the same time communicate at a technical level with knowledge and understanding so escalated problems are clearly defined.
• Excellent listening skills
• Excellent phone skills and etiquette
• Knowledge of a variety of hardware platforms (Dell and Apple) and OS/software applications including but not limited to Microsoft OS and Office applications.
• Displays a positive, professional character in the work environment.
• Must be able to manage change effectively and productively in a fast-paced environment.
• Adhere to all company security policies.
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position.  Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 85% of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
  • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

Accountability/Measurement

• Projects assigned and agreed upon will be delivered on time, on spec and on budget to the best of the positions ability to control these issues. Variance there from will be continually discussed with management as the issues arise.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.